Ken P.

If I could give a negative score I would, I HIGHLY, HIGHLY, HIGHLY recommend that you DO NOT use Carvana...

My experience:
Looking for 2013 Toyota Tacoma in January, give Carvana a try. Place $100 (refundable) deposit to "hold" a truck that was in process of being "evaluated".

At same time, put my car (2015 Mazda CX5) on their site to sell-was offered very high value.

Toyota was to be delivered by 2/2. For "ease", switched to "trade-in" for my car toward truck.

Waited for notice that car would be available online to view. (Never came, I found it myself)

Got notice that delivery wold be delayed. Began process of trying to contact someone, anyone, at Carvana that could help me understand what was going on. Was told car would be delayed another 2 weeks.

Found out that car had been damaged in transit (broken rear light, rear bumper damage, front bumper damage) and that it would be "weeks" before it was repaired.

Continued to speak with "Executive Resolution" at Carvana. They started at $150 in "compensation for my trouble", by the end of the nightmare, they offered $500.

Car was delayed another 2X. Was told that tax season "rush" was upon us and Carvana had a lot of customers to fulfill orders (just not customers who were waiting).

Car made it to Richmond CA distribution center after taillight repair and bumper repair. This time, I was told it wasn't passing smog. Jonathan, carvana rep I spoke to in Richmond told me he would NOT go through with sale, recommended I not buy car. Then later said they had "reprogrammed computer" and car passed SMOG.

Another few hours on phone with Executive Resolution and car was to be delivered "next Day".

At this point, delivery had been scheduled and re-scheduled 5X--which means that Was filling and re-filling all financial paperwork 5X and re-submitting. Also having to re-submit to my insurance that coverage would end on Mazda I was selling to Carvana and beginning coverage on Toyota I was buying.

Car delivered. Jonathan, delivery driver stated that car was not properly cleaned and offered $100 compensation to get it detailed(we are now at $600 compensation from Carvana).

Spent 30 minutes filling out all DMV and sale info with Jonathan, asked him MULTIPLE times if there was ANYTHING I needed to do with DMV--"No, Carvana takes care of everything" was his response.

Got call from Carvana later that day stating that they "forgot" to get Toyota weighed and it was my responsibility to find a weigh station, get it weighed and then drive physical paperwork to their location 40 miles away. But hey, they would"reimburse me" for that too.

Took time off work, got truck weighed, paid for weigh, drove 80 miles round trip to their location in Richmond where Jonathan and his "manager" photocopied my weigh receipt and said "reimbursement has been entered, you'll get payment next week".

2 weeks went by, no reimbursement (neither the $500 that was going to be "FedEx Overnighted" after 7 days was up, or the $100 detail and $20 weigh slip. Another several calls to "Executive resolution" and checks were all sent following week.

2 MONTHS LATER- get notice from DMV that I owed $400 in late fees for not registering Mazda I sold to Carvana.

Begin initiating contact with Carvana (again)--using online web chat, go a rep that took all my info and said they would be right back-never heard from them.

Called Carvana, spent 40 minutes on hold, then another hour with customer service rep who kept,"escalating to her management team". Finally asked to speak to her supervisor. After another 20 minutes, Joshua Hernandez came on and offered to "be my partner in working "together" to solve issues. What that meant was he would be there if I needed to call after I took more personal time and went to DMV.

Joshua did confirm the following:
Carvana DID NOT notify DMV of sale
Carvana was misleading in stating that they did take care of everything
Carvana DID NOT transfer info regarding sale of my Mazda to DMV

Thankfully Joshua promised to hang up on me several times when I pointedly asked what Carvana was going to do with regards to solving the problem and contacting DMV themselves. He was fully dismissive of the issues and my frustration and the fact I questioned how we were "working as a team" when in fact, I would AGAIN be taking hours of personal time to do the job Carvana was suppose to do, but was now my responsibility.

It should also be noted, that after the 7 day return policy was up, I finally got around to trying to diagnose the odor in car, and found that the cabin air filter was filled with fur, feathers and nest materials and the filter itself was worn through.

To note:
Do NOT trust Carvana
Do NOT trust their 150 pt review (it is patently false)
Do NOT trust that they will do ANYTHING with regard to properly handling paperwork with DMV
If you do have issues-be prepared for HOURS of your personal time working with their "Executive Resolution" and prepare to repeat your ENTIRE story EVERY TIME.

I am beyond frustrated, angry, embarrassed and upset that I thought the service would live up to its commercials/sales pitch. IT DOES NOT.

Never thought I would regret NOT going to a car dealership.